Director of Enterprise Customer Success, Workato

• 5+ years of experience leading customer success teams or equivalent in an Enterprise context (Customer Success Managers, Account Management)
• Experience owning retention metrics
• Excellent partnership and influencing skills. Demonstrated success working cross-functionally with other departments to get things done
• Experience managing medium sized teams (10+)
• Experience in account development and building the account strategy ground up to shape into strategic accounts
• Experience in influencing & presenting to key decision-makers like CxOs
• Growth mindset, positive attitude, empathetic, and high energy

Desirable

• The Director of Customer Success for Enterprise will be leading one of the most strategic parts of Workato’s global business
• This leader will develop experiences to drive customer success and retention, leveraging the most effective and efficient tools and processes to provide world-class experiences to our largest customers
• Fully own customer outcomes for Workato’s Enterprise customers, including value realization , retention, and identifying the potential leads and opportunities within the customer base from a cross-sell perspective
• Develop and deliver an end-to-end customer journey and experience for Workato’s Enterprise customers, driving product adoption and the value customers get from Workato’s platform
• Closely partner with all cross-functional teams, especially with Sales, Professional Services, Support, and Product, to create a seamless and rich customer experience
• Forecast customer health and churn, and develop programs to improve customer retention
• Leveraging data to measure the effectiveness of programs and identify strategic opportunities for improvement
• Build and manage a high-performing team of Customer Success Managers, fostering a results-driven culture of collaboration and creativity
• Manage escalations following both escalation and de-escalation methods for addressing customer issues